Track agent work activities and attendance with the agent attendance tracker extension

Track agent work activities and attendance with the agent attendance tracker extension

Hello everyone,

 

In this post, we will discuss the importance of tracking agents' attendance, the current challenges that businesses are facing in this area, and the key benefits of monitoring daily activities.

 

Managing agent attendance effectively is essential for ensuring consistency and accountability in customer support operations. Traditional methods often lack the flexibility to capture all aspects of an agent's workday, which leads to challenges in maintaining precise attendance records.

 

The Agent Attendance Tracker extension for Zoho Desk addresses these challenges by providing a customizable system specifically designed tracker to monitor agent check-ins, check-outs, and various support-related activities throughout the day. This comprehensive solution helps businesses streamline attendance tracking, enhance productivity, and maintain accurate records for their customer support operations.

 

How does the agent attendance extension help the businesses in real time?

 

Custom status creation

 

Businesses can enable their agents to create custom statuses for their specific work activities. For instance, agents handling client visits can mark their status as "Client Visit" to ensure accurate time tracking for off-desk activities.

 

Accurate check-in and check-out tracking

 

With precise logging of check-in and check-out times, managers can ensure that all working hours are accounted for. This is particularly useful for remote teams, where maintaining accurate attendance records is essential.

 

Comprehensive attendance reports

 

By generating detailed attendance reports, admins can get an overview of their team's status, while agents can review their own attendance history. For example, a weekly report can highlight total working hours and break times to help managers optimize scheduling and workload distribution.

 

User-specific customization

 

Businesses can customize the extension for specific departments, profiles, and agents. For example, customer support teams can set unique statuses like "Training Session" or "System Downtime" to capture the routine activities accurately.

 

Easy export and data management

 

Both admins and agents can export attendance reports for up to 30 days. It is useful for performance reviews and payroll processing, allowing HR departments to access reliable attendance data effortlessly.

 

Flexible status changes

 

Agents can update their status directly from the bottom band of the attendance report or the tracker widget, providing real-time updates on their activities. For example, an agent can quickly switch to "Meal Break" status during lunch to ensure their break times are accurately logged.


 

Imagine a bustling customer support center where agents handle numerous tickets, engage in client calls, and participate in training sessions throughout the day. With the traditional attendance system, the support manager struggles to get a clear picture of each agent's availability and workload.

  • Agents may miss logging their break hours
  • It can be difficult to accurately record off-desk activities like client visits or training sessions.
  • Some agents may forget to check-in or check-out

Inconsistency in recording attendance makes it difficult to manage daily schedules, track productivity, and ensure optimal workload distribution.


By implementing the Agent Attendance Tracker extension for Zoho Desk, the support center overcomes these challenges. Agents can create custom statuses like Client Visit, Training Session, or Break timings, accurately reflecting their activities.


Managers can generate detailed attendance reports to help them identify patterns, optimize scheduling, and ensure that all working hours are accurately recorded. This not only enhances productivity but also improves accountability and transparency within the support team.




For more information on how to install and use the extension, refer to the help doc on Agent Attendance Tracker for Zoho Desk.

 

This extension is available to all users across all the data centers. For any questions or further assistance, please reach out to our support team at support@zohodesk.com or leave your feedback in the comment section below.


Thanks, and have a great day!


Regards,

Varsha P | Zoho Desk - User education


    Access your files securely from anywhere

        Zoho Developer Community







                                  Zoho Desk Resources

                                  • Desk Community Learning Series


                                  • Digest


                                  • Functions


                                  • Meetups


                                  • Kbase


                                  • Resources


                                  • Glossary


                                  • Desk Marketplace


                                  • MVP Corner


                                  • Word of the Day



                                      Zoho Marketing Automation
                                              • Sticky Posts

                                              • Webinar 2: Supercharged customer support for growing business

                                                Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you:  Understand your customers better and their journeys to proactively support and engage them even before they ask for help.  Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service
                                              • Customize Colors of your Customer Self Service Portal

                                                You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme.  Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green
                                              • Edit and Delete options in Comments

                                                A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important
                                              • 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

                                                In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
                                              • Announcing the New and Improved Article Editor

                                                KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it.  We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!


                                              Manage your brands on social media



                                                    Zoho TeamInbox Resources

                                                      Zoho DataPrep Resources



                                                        Zoho CRM Plus Resources

                                                          Zoho Books Resources


                                                            Zoho Subscriptions Resources

                                                              Zoho Projects Resources


                                                                Zoho Sprints Resources


                                                                  Qntrl Resources


                                                                    Zoho Creator Resources



                                                                        Zoho Campaigns Resources


                                                                          Zoho CRM Resources

                                                                          • CRM Community Learning Series

                                                                            CRM Community Learning Series


                                                                          • Tips

                                                                            Tips

                                                                          • Functions

                                                                            Functions

                                                                          • Meetups

                                                                            Meetups

                                                                          • Kbase

                                                                            Kbase

                                                                          • Resources

                                                                            Resources

                                                                          • Digest

                                                                            Digest

                                                                          • CRM Marketplace

                                                                            CRM Marketplace

                                                                          • MVP Corner

                                                                            MVP Corner





                                                                              Design. Discuss. Deliver.

                                                                              Create visually engaging stories with Zoho Show.

                                                                              Get Started Now